Customer Support Analyst

Customer Support Analyst

Graphic Communications( a CAI Division) is a leading global provider of industry-specific business and production software technology for print industries. Graphic Communications’s integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, and over thirty-years dedicated to delivering best-in-class technology to the printing industries, it is our deeply held philosophy that Graphic Communications succeeds when our customers thrive. For more information, visit us at https://caisoft.com

As a Customer Support Analyst, you will troubleshoot complex customer requests, manage the global support queue and backlog, and ensure exceptional, timely service for our valued customers. Reporting directly to the Manager, Customer Success, you will play a crucial role in driving customer satisfaction, retention, and long-term success.

In this role, you will combine your Print domain expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues. You will act as a trusted functional advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.

Your key responsibilities include delivering specialized solutions to escalated support cases, providing a proactive, personalized customer experience, and strengthening the partnership between the Customer Support Team and Graphic Communication’s clients through functional excellence and accountability.

Key Responsibilities

• Answer incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
• Monitor the Global Support queue and proactively accept Salesforce cases in priority sequence.
• Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
• Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
• Provide customer support via email, Teams, and telephone using discretion, experience, and troubleshooting judgment.
• Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
• Allocate resources, systems, and solutions to ensure efficient issue resolution.
• Provide issue reproduction steps when a case is escalated to the Development Team after ensuring the workflow is tested.
• Ensure that a ready integration system is provided to the Development team to test and fix issues.
• Ensure customer data is protected, secure and disposed of after use as per organizational security policy.
• Identify customers’ operational and business challenges, guiding them and the Graphic Communications team toward effective resolutions.
• Document and submit new solutions to the knowledge base with complete and procedural details.
• Close cases with accurate and comprehensive resolution documentation.
• Collaborate closely with R&D and Services teams to replicate and resolve complex issues.
• Test, analyze, organize, and report progress on ongoing customer cases.
• Ensure accountability and progress tracking through Salesforce reporting and analytics.
• Manage and prioritize active support cases within your queue while maintaining strong communication with customers.
• Make informed case routing decisions, escalating appropriately based on complexity.
• Follow up with clients on outstanding queries and provide proactive updates.
• Notify clients about new software releases, coordinating with Marketing to ensure customers are informed of relevant fixes and improvements.
• Collaborate with Tiered Support peers and Development teams for environment setup, database capture, and other tasks as required.

Education

• Degree in Printing Technology, Engineering, or related discipline.
• Strong understanding of Print Industry, Printing Processes, Enterprise Resource Planning Systems.

Experience Requirements

• Minimum 5+ years of customer support experience, or customer-facing roles.
• Excellent verbal and written communication skills in English.
• Print industry knowledge is mandatory.
• ERP/MIS background preferred.
• Experience with tools such as Salesforce, JIRA, and Confluence preferred.
• Strong understanding of support operations and troubleshooting methodologies.
• Ability to solve problems efficiently in a fast-paced environment.
• Self-starter with the ability to work with minimal guidance.
• Strong documentation and organizational abilities.
• Data analysis skills (reports, dashboards, and metrics).
• Proficient in general computing, internet research, and email communication.

Shift Requirements: Flexibility to Work in US time zone, 6:30 PM to 3:30 AM shift.